Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, documenting interactions, and ensuring service level agreements (SLAs) are met.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user details, problem description, and resolution steps in the tracking system.
• Update personal availability in the RAVE system to maintain process productivity.
• Follow standard procedures to resolve queries within defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Schedule callbacks to gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail for logging client interactions and troubleshooting steps.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using designated tracking software for call and email logging.
• Ability to navigate and contribute to internal knowledge bases.